The New Normal – The Future of a Productive Workforce
I am often asked what the COVID-19 pandemic’s impact has been on my company and what I consider the key leadership learnings from the last
I am often asked what the COVID-19 pandemic’s impact has been on my company and what I consider the key leadership learnings from the last
The COVID-19 pandemic shed light on and magnified the socio-economic discrepancies that exist in disadvantaged populations. People who are economically vulnerable and may have food,
Throughout my career, I have been lucky enough to have the support of a remarkable network. I have had excellent advisors and mentors and I
Empathy is a desirable trait for customer service associates; however, compassion takes empathy to the next level. While an empathetic associate will try to comfort
When solving business problems, it is advantageous to get varying expert opinions. Internal viewpoints are always helpful because they come from those who know the
Customer loyalty is earned by being great and consistent at the basics and finding ways to delight your customers in unexpected ways. Coaching contact center
Generation Z is driving new mobile phone behavior and expanding mobile phone usage by utilizing them for an increasing number of activities. There is also
One thing we’ve learned from the COVID-19 pandemic is that people love ordering products and services online. The age of “digital first” interactions—in which customers
When making important decisions, it’s important to differentiate between what you “can do” and what you “should” do. When that distinction isn’t clear, it’s often
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Businesses today are undergoing a paradigm shift as the customer journey moves to a “digital first” pathway. Yet the “digital first” evolution is only part
It’s a fundamental shift in the way we do business: These days, most customers encounter a brand or business online before they encounter it in
